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1Month/10 Hours Price:15,000
10,000
Call Center Professionals (CCP)
The Call Center Professionals (CCP) course is designed to equip participants with the necessary skills and knowledge to thrive in a dynamic call center environment. This course emphasizes customer service excellence, effective communication, problem-solving, and utilizing call center technologies to enhance productivity and customer satisfaction.
Learning Objectives:
Understand the role and responsibilities of a call center professional.Develop effective communication skills for interacting with customers.
Learn strategies for handling various customer inquiries and complaints.
Familiarize with call center technologies and tools.
Enhance productivity and efficiency in a call center setting.
Module 1: Introduction to Call Centers
Overview of the call center industryRole and importance of call center professionals
Key skills and competencies required
Module 2: Customer Service Excellence
Principles of customer serviceBuilding rapport and trust with customers
Handling difficult customers and resolving complaints
Module 3: Effective Communication Skills
Verbal and non-verbal communication techniquesActive listening and empathy in customer interactions
Tailoring communication based on customer needs
Module 4: Call Handling Techniques
Structuring effective callsProblem-solving and decision-making on calls
Time management in call handling
Module 5: Understanding Call Center Technologies
Overview of call center software and toolsUsing CRM systems for customer data management
Automation and AI in call centers
Module 6: Managing Stress and Burnout
Recognizing stress factors in a call center environmentCoping strategies and stress management techniques
Maintaining work-life balance
Module 7: Quality Assurance and Metrics
Importance of quality assurance in call centersMonitoring and evaluating call performance
Key metrics for measuring call center success
Career Path:
Call Center Agent
Customer Service Representative
Call Center Supervisor
Quality Assurance Specialist
Call Center Manager
Customer Service Representative
Call Center Supervisor
Quality Assurance Specialist
Call Center Manager
Job Interview Preparation (Soft Skills Questions & Answers)
Stay connected even when you’re apart
Internships, Freelance and Full-Time Work opportunities
Flexible Class Option
Week End Classes For Professionals SAT | SUN
Corporate Group Training Availables Options
Online Classes – Live Virtual Class (L.V.C), Online Training
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